AU3423999A

AU3423999A - Method in a telephone service for implementing queuing according to a desired charge

Info

Publication number: AU3423999A
Application number: AU34239/99A
Authority: AU
Inventors: Lauri Isotalo; Juha Kavonius; Markku Laihonen
Original assignee: HELSINGIN PUHELIN Oyj
Current assignee: Elisa Communications Oyj
Priority date: 1998-04-17
Filing date: 1999-04-16
Publication date: 1999-11-08
Also published as: WO1999055101A1; FI980865A; EE200000599A; EP1068745A1; NO20005182L; CA2325859A1; NO20005182D0; FI106339B; EE04697B1; FI980865A0

Description

WO 99/55101 PCT/FI99/00314 1 Method in a telephone service for implementing queuing according to a desired charge The present invention relates to a method according to the preamble of claim 1. 5 Methods of the type concerned herein are chiefly used in conjunction with value added services for controlling call queuing and charging of calls queuing for access to a special number. The queuing facility is required when the service provider has no idle incoming lines available when a call is placed to the value-added service. 10 According to conventional techniques, queuing is implemented at the PBX of the service provider. Queuing may have been arranged to start toll-free and change later into a charged call. Toll-free queuing is typically based on delayed sending of answer message from the local exchange of the service provider PBX to the 15 telephone network switching center. Accordingly, queuing calls are connected to the PBX of the service provider that delays its answer to these calls. This technique has been capable of implementing a maximum toll-free queuing period not longer than the time supervision period of the public telephone network. Typically, time supervision in a public telephone network allows a delay of about 2-3 min between 20 the call connection and the backward sending of the answer message. If queuing longer than the time supervision period has been desired, it has been required from the service provider PBX to send the answer message prior to the lapse of the time supervision period. Then, if the answer message has been sent, the charging of queuing has been started. In contrast, if the answer message has not been sent, the 25 switching center of the public telephone network has terminated the queuing call when time supervision period expires. Thus, the queuing has been entirely toll-free and not even the local call charge has been billed to the caller. Conventional techniques have been hampered by the time supervision of the public 30 telephone network that limits the maximum length of toll-free queuing. Moreover, each queuing call placed in the queue formed at the service provider PBX also steals WO 99/55101 PCT/FI99/00314 2 the capacity of one voice channel from the connection between the public telephone network and the service provider PBX. It is an object of the invention to overcome the above-described drawbacks and 5 provide an entirely novel method of implementing queuing to a telephone service charged at a controllable rate. The goal of the invention is achieved by virtue of directing a call placed on the special number to the SSP (Service Switching Point) exchange of an intelligent 10 telephone network and then initiating an intelligent network service according to the dialled special number in a SCP (Service Control Point) server. Under the control of the SCP server, the call is directed to a VRU (Voice Response Unit) connected to the service. If all the extension lines of the special number are busy, the call will remain in the queue connected to the VRU. Thus, a call connected to the VRU can be treated 15 without the value-added rate of the special number, or alternatively, the call can be billed at a separately defined queuing rate that may, e.g., be reduced from actual value-added rate. As soon as an extension line of the service becomes idle, the VRU releases the call from the queue and the SCP server routes the call to the correct routing number of the service provider PBX. 20 More specifically, the method according to the invention is characterized by what is stated in the characterizing part of claim 1. The invention offers significant benefits. 25 The method according to the invention makes it possible to set the maximum duration of toll-free queuing independently from the time supervision of the public telephone network. In addition, the network operator and/or service provider may set the queuing charge rate as desired. Further, the method according to the invention 30 eliminates all unnecessary capacity-stealing load caused by the queuing calls on the connection between the service provider PBX and the telephone network.

WO 99/55101 PCT/FI99/00314 3 The method according to the invention has further advantageous embodiments with additional benefits. The method may be applied so that, during queuing, the caller is requested to submit information before the call is switched to the service provider PBX. In a particularly advantageous embodiment, this is implemented so that, by the 5 time the queuing call is connected to the service provider's customer attendant, the information gathered during queuing is made immediately available to the customer attendant, e.g., on a computer display. This makes it possible to avail of the queuing time, too. 10 In the following, the invention will be examined with the help of exemplifying embodiments by making reference to the attached drawings, in which: Figure 1 shows the steps of a first embodiment of the method according to the invention in a first possible system configuration; 15 Figure 2 shows the steps of a second embodiment of the method according to the invention in a second possible system configuration; and Figure 3 shows the steps of a third embodiment of the method according to the 20 invention in the system configuration of Fig. 2. Referring to Fig. 1, therein is illustrated a first embodiment of the method with arrows indicating the steps of the method and block symbols representing the means participating in said steps. The system configuration shown in the diagram comprises 25 a subscriber connection 101 from which a call is placed to the special number, an SSP exchange 102 closest to the subscriber connection 101, an SCP server 103 controlling the SSP exchange 102, a VRU 104 connected to the public telephone network and a service provider PBX 105 with its service extension lines 106. Obviously, the telephone system as a whole comprises a large number of connections 30 similar to subscriber connection 101 and from these, a number of simultaneous calls may be placed to the special number while, for the sake of greater clarity, only one subscriber connection 101 calling the special number is shown in the diagram. Also WO 99/55101 PCT/FI99/00314 4 the number of service extension lines 106 under the service provider PBX 105 may vary widely from that shown in the diagram. The PBX 105 itself can be a conventional PBX (Private Branch Exchange), for instance. 5 As shown in Fig. 1, a call entering the queuing to the special number and subsequent switching of calls from the queue to the actual routing number invokes the following steps: 1) Subscriber first places a call from a subscriber connection 101 to the 10 value-added special number and the call is routed to the SSP exchange 102 of the public telephone network. 2) The SSP exchange 102 requests call control instructions from the SCP server 103. The SCP server 103 initiates the service associated with the 15 special number and sends instructions to the SSP exchange 102 for con trolling the call. The SCP server 103 commands the SSP exchange 102 to charge the call using a preset queuing rate, e.g., equal to the local call rate and to direct the call to the VRU 104. Additionally, the SCP server 103 commands the SSP exchange 102 to wait for further instructions on 20 handling the call. 3) The SSP exchange 102 directs the call to the VRU 104 and starts the charging of the call at a preset queuing rate, e.g., equal to the local call rate. The VRU 104 answers the call and plays a queuing announcement 25 to the caller. The queuing announcement is a voice message telling, e.g., "You are placed in a queue, please hold." 4) The VRU 104 calls the routing number of the service provider PBX 105 on a specific line. Thus, the VRU 104 can test whether the line is busy or 30 idle. If the line is busy, the VRU 104 calls again after a pause of, e.g., 2 to 5 seconds. In this way, the VRU 104 tests the status of the routing WO 99/55101 PCT/FI99/00314 5 number until it is found idle. Such a line status test is conventionally called polling. 5) When the routing number is found to be idle, the VRU 104 terminates 5 the call placed thereto by sending the clear back message to the SSP exchange 102. 6) After receiving the clear back message, the SSP exchange 102 requests the SCP server 103 for further instructions on handling the call. The 10 service logic of the SCP server 103 detects the clear back message situation and commands the SSP exchange 102 to route the call directly to the routing number of the service at the service provider PBX 105. Additionally, the SCP server 103 commands the SSP exchange 102 to start charging the caller at the value-added rate. 15 7) The SSP exchange 102 routes the call to the PBX 105. After being answered there, the call is subsequently handled as any conventional call in an intelligent telephone network. Simultaneously, the call is charged at the rate defined for the provided service. 20 Now referring to Fig. 2, therein is illustrated a second embodiment of the method with arrows indicating the steps of the method and block symbols representing the means participating in said steps. The system configuration shown in the diagram comprises a subscriber connection 101 from which a call is placed to the special 25 number, an SSP exchange 102 closest to the subscriber connection 101, an SCP server 103 controlling the SSP exchange 102, a VRU 104 connected to the public telephone network and a service provider PBX 105 with its service extension lines 106. Additionally, the system configuration includes control server 107 communicating with both the VRU 104 and the service provider PBX 105. Also in 30 this system, the number of subscriber connections 101 and the number of service extension lines 106 under the PBX 105 vary widely from that shown in the diagram.

WO 99/55101 PCT/FI99/00314 6 As shown in Fig. 2, a call entering the queuing to the special number and subsequent switching of calls from the queue to the actual routing number invokes the following steps: 5 11) Subscriber first places a call from a subscriber connection 101 to the value-added special number and the call is routed to the SSP exchange 102 of the public telephone network. 12) The SSP exchange 102 requests call control instructions from the SCP 10 server 103. The SCP server 103 initiates the service associated with the special number and sends instructions to the SSP exchange 102 for con trolling the call. The SCP server 103 commands the SSP exchange 102 to charge the call using a preset queuing rate, e.g., equal to the local call rate and to direct the call to the VRU 104. Additionally, the SCP server 15 103 commands the SSP exchange 102 to wait for further instructions on handling the call. 13) The SSP exchange 102 directs the call to the VRU 104 and starts the charging of the call at a preset queuing rate, e.g., equal to the local call 20 rate. 14) The control server 107 updates via a communications link provided between the server 107 and the PBX 105 the information on the status of the routing number of the called service. The PBX 105 submits the 25 information concerning the status of the routing number by telling the control server 107 whether the extension line or the hunting group under the routing number is idle or busy. This status information update can be performed on-line and at very short intervals, thus permitting a realtime update of call routing information. 30 15) When any service extension line 106 accessible via the routing number becomes idle, the control server 107 submits this information to the VRU WO 99/55101 PCT/FI99/00314 7 104 via the communications link between the server 107 and the VRU 104. Thus, the VRU 104 is furnished with practically realtime information on the status of the routing number. 5 16) After receiving the call from the SSP exchange 102, the VRU 104 answers and sends the answer message to the SSP exchange 102. Then, the SSP exchange 102 starts charging the call at the desired rate. The VRU 104 stacks the calls according to their arrival time in the queue. Subsequently, the VRU 104 plays queuing announcements or music to 10 the caller. The queuing call is held connected to the VRU 104 waiting for an idle line to the special number. When the control server indicates a service extension line 106 under the routing number of the service to be idle, the VRU 104 terminates the call placed thereto by sending the clear back message to the SSP exchange 102. Thus, the call control is returned 15 back to the SSP exchange 102. 17) After receiving the clear back message, the SSP exchange 102 requests the SCP server 103 for further instructions on handling the call. The service logic of the SCP server 103 detects the clear back message 20 situation and commands the SSP exchange 102 to route the call directly to the routing number of the service at the service provider PBX 105. Additionally, the SCP server 103 commands the SSP exchange 102 to start charging the caller at the value-added rate. 25 18) The SSP exchange 102 routes the call to the service provider PBX 105. After being answered there, the call is subsequently handled as any conventional call in an intelligent telephone network. Simultaneously, the call is charged at the rate defined for the provided service. 30 In Fig. 3 is shown a system akin to that of Fig. 2 and the application of the queuing method with a desired charging rate in conjunction with the system so that customers placed in a queue are requested already during queuing to submit specific WO 99/55101 PCT/FI99/00314 8 information to be used later in rendering the service. Such a gathered information may include, e.g., a customer number or an account number associated with bank services. The customer may alternatively be requested to detail the service desired during this specific call. This may be accomplished, e.g., by a menu routine in which 5 the customer is urged to push a certain key to select the service desired. Information gathered during queuing can be used for controlling the service call as soon as the service extension line 106 is idle. The call may be placed directly to a service provider department or person selected by the customer. Further, the call may 10 be attempted to reach directly a service provider department or person assigned to serve the customer. The queuing system may also be adapted to cooperate with the service provider's information processing system so that the customer information about the caller placed in the queue, and identified while being in a queue, is displayed on the computer screen of the service provider's customer attendant 15 simultaneously with the connection of the call to the attendant's telephone set. As shown in Fig. 3, when the method is used so that additional information is requested from the caller during queuing, the call entering the queuing to the special number and subsequent switching of calls from the queue to the actual routing 20 number invokes the following steps: 21) Subscriber first places a call from a subscriber connection 101 to the value-added special number and the call is routed to the SSP exchange 102 of the public telephone network. 25 22) The SSP exchange 102 requests call control instructions from the SCP server 103. The SCP server 103 initiates the service associated with the special number and sends instructions to the SSP exchange 102 for con trolling the call. The SCP server 103 commands the SSP exchange 102 to 30 charge the call using a preset queuing rate, e.g., equal to the local call rate and to direct the call to the VRU 104. The SCP server 103 also gives the call an identification code such as running or random number by WO 99/55101 PCT/FI99/00314 9 which the call can be identified. The SCP server 103 places the call identification code in a predetermined field of the Signalling Message Unit to be sent to the SSP exchange 102, e.g., to the Calling Party Number field, the OCA (Original Called Address) field or the REDI 5 (Redirecting Number) field. Additionally, the SCP server 103 commands the SSP exchange 102 to wait for further instructions on handling the call. 23) The SSP exchange 102 directs the call to the VRU 104 and starts the 10 charging of the call at a preset queuing rate, e.g., equal to the local call rate. 24) The control server 107 updates via a communications link provided between the server 107 and the PBX 105 the information on the status of 15 the routing number of the called service. The PBX 105 submits the information concerning the status of the routing number by telling the control server 107 whether the extension line or the hunting group under the routing number is idle or busy. 20 25) When any service extension line 106 accessible via the routing number becomes idle, the control server 107 submits this information to the VRU 104 via the communications link between the server 107 and the VRU 104. Thus, the VRU 104 is furnished with practically realtime information on the status of the routing number. 25 26) After receiving the call from the SSP exchange 102, the VRU 104 answers and sends the answer message to the SSP exchange 102. Then, the SSP exchange 102 starts charging the call at the desired rate. The VRU 104 stacks the calls according to their arrival time in the queue. 30 According to its service logic, the VRU 104 requests and records necess ary information about the caller. The VRU 104 stores the information and selections entered by the queuing caller. If the call queuing extends WO 99/55101 PCT/FI99/00314 10 past this information gathering phase, the VRU 104 can play queuing announcements or music to the caller. The queuing call is held connected to the VRU 104 waiting for an idle line to the routing number. When the control server indicates a service extension line 106a under the routing 5 number to be idle, the VRU 104 terminates the call placed thereto by sending the clear back message to the SSP exchange 102. Thus, the call control is returned back to the SSP exchange 102. 27) The VRU 104 sends the information gathered from the caller as well as 10 his selections in a given format to the control server 107. By the same token, the VRU 104 sends the identification code of the call. 28) After receiving the clear back message, the SSP exchange 102 requests the SCP server 103 for further instructions on handling the call. The 15 service logic of the SCP server 103 detects the clear back message situation and commands the SSP exchange 102 to route the call directly to the routing number of the service at the service provider PBX 105. Additionally, the SCP server 103 commands the SSP exchange 102 to start charging the caller at the value-added rate. 20 29) The SSP exchange 102 routes the call to the PBX 105. When switching the call, the SSP exchange 102 also complements the Signalling Message Unit with the call identification code. 25 30) The PBX 105 addresses the control server 107 that identifies the subscriber call by its identification code, or alternatively, by its identification code plus its target number. After the call is identified, the system complements the call basic data with the caller submitted information and selections. On the basis of caller-submitted information 30 and selections, the control server 107 sends to the PBX 105 information on the service extension line or the service hunt directory number, respectively, related to the subscriber call. Additionally, the control WO 99/55101 PCT/FI99/00314 11 server 107 may command the service provider information system to initiate service operations required herein. 31) The PBX 105 directs the call to a service extension line 106a. After 5 being answered there, the call is subsequently handled as any conventional call in an intelligent telephone network. Simultaneously, the call is charged at the rate defined for the provided service. In the above-described method, the incoming calls to the service are identified by a 10 specific call identification code generated internally in the service system. The Calling Party Number information conventionally associated with a call is unsuitable for use as a call identification code. For instance, using the Calling Line Identification alone as the call identification code would cause problems in the case that a number of simultaneous calls would be placed on the special number via such 15 a private branch exchange that sends the exchange number as the Calling Party Number in lieu of the full extension number from which a call is placed. This arrangement can be found in some types of private branch exchanges. All the above examples have been discussed for a case in which previous calls are 20 already queuing for access to the special number. However, a no-queue situation is also possible. Also herein, the new call is first directed to the VRU 104 (steps 3; 13; 23). However, if there is no queue in the situations illustrated in Figs. 1 and 2, the new call can be immediately forwarded in the fashion described in steps 5, 6, 7 or 16, 17, 18, respectively. Herewith, no announcements are played to the caller, but 25 instead, the call is immediately transferred away from under the control of the VRU 104. This prevents the caller from being subjected to unnecessary waiting. Also the method shown in Fig. 3 can be carried out in a similar fashion. Alternatively, this method can be applied when desired so that the caller is requested to submit some pertinent information prior to the transfer of the call from the control by the VRU 30 104.

WO 99/55101 PCTIFI99/00314 12 Embodiments different from those described above may also be contemplated within the scope and spirit of the invention. In the above-described exemplifying embodiments, the queuing calls were stacked in 5 the queue in their order of arrival. However, it is also possible to use different criteria of queuing prioritization. For instance, the service provider can give priority to calls received from predefined Calling Party Numbers. Thus, calls received from the extension numbers of the private access branch exchange of a major customer, for instance, may be given priority in the queuing order. If such a prioritization on 10 the basis of the Calling Party Number is used in conjunction with the method shown in Fig. 3, the Calling Party Number information cannot be ignored at least entirely during the formation of the call identification code (step 22). Then, the call identification code can be stored in some other field than the Calling Party Number field. Alternatively, the Calling Party Number or corresponding queuing priority 15 information can be embedded in the call identification code written in the Calling Party Number field. The control server may also be adapted to control the function of the service provider PBX. Herein, a portion of the exchange functions, that is, of its intelligence can be 20 located outside the exchange. Then, the control server is programmed to submit the exchange, among other information, with control instructions related to the service extension lines. The control server may also handle other enhanced services implemented in the exchange. Resultingly, the exchange equipment can be stripped down to the level of the most basic functions immediately related to call switching. 25 The control server and the telephone exchange can be connected to each other via the standard TAPI 2.0 interface, for instance. Obviously, a single VRU can handle the queuing routines of a plurality of separate special numbers. Furthermore, the target extensions of the separate special numbers 30 handled by a single VRU may be located under separate local switching centers. Also a single private branch exchange may contain target extensions of several special numbers.

WO 99/55101 PCT/FI99/00314 13 When a method according to the invention is applied to a call which first queues connected to a VRU and later is connected to an actual routing number, the call can be charged using two separate billing tickets. The first ticket is made for the call duration connected to the VRU and the second ticket for the call duration connected 5 to an exchange controlling the call connection to the actual routing number. However, the caller sees these two contiguous parts of the call as a single call, because the call is not released from the calling party side when the telephone network actually handles as a separate call the transfer of the call from the VRU to the second routing number, that is, to the exchange controlling the service extension 10 line. This arrangement allows separate toll ticketing of a call placed to a special number with one ticket for the queuing duration and a second ticket for the duration of the actual call. Accordingly, this embodiment of the invention facilitates charging of a special number call with the queuing and the service durations billed separately from each other. Such detailed billing information can be utilized, e.g., for dividing 15 the revenues of the service between the telephone network operator and the service provider. The invention may also be applied in conjunction with non-value-added or entirely toll-free call services. Herein, the call to the special number is charged at the local 20 call rate or is toll-free. Theoretically, the service call duration could be charged at a lower rate than the queuing duration. Thus, the invention may also be applied so that the calling subscriber connection is billed only for the queuing time during which the caller, e.g., has to enter information needed by the provided service, while the actual attended part of the call is toll-free.

Claims

1. Method for implementing queuing to a telephone service charged at a controllable rate, the method comprising the steps of 5 - receiving at least one call placed to said telephone service at an instant not permitting the call to be connected to any service extension line of said telephone service, 10 - placing said received call in a queue, and - after a service extension line has become idle, directing the first call of the ordered queue to said idle service extension line, 15 characterized by - taking said received call under the control of an intelligent telephone network (102, 103), 20 - routing said received call to an automated voice response means (104), - answering said received call by said automated voice response means (104), 25 - placing said received call in a queue in said automated voice response means (104), and - after a service extension line has become idle: 30 - disconnecting said first call in said ordered queue from the automated voice response means (104), and WO 99/55101 PCT/FI99/00314 15 - routing said call disconnected from the automated voice response means (104) to said idle service extension line (106) by means of said intelligent telephone network (102, 103). 5

2. Method according to claim 1, c h a r a c t e r i z e d in that the step of taking said received call under the control of said intelligent telephone network (102, 103) and routing said received call to said automated voice response means (104) comprises - routing said received call to an SSP exchange (102) of said telephone 10 network, - initiating at said SSP exchange (102) a request of call control instructions from an SCP server (103), 15 - initiating in said SCP server (103) a service associated with the special number to which said call is placed, - sending from said SCP server (103) instructions to said SSP exchange (102) for controlling said received call, 20 - at said SSP exchange (102), starting the charging of said received call at a desired queuing rate, e.g., at a local call rate, and - routing said received call to said automated voice response means (104). 25

3. Method according to claim 1 or 2, c h a r a c t e r i z ed in that the step of answering said received call by said automated voice response means (104) comprises 30 - sending an answer message from said automated voice response means (104) to said SSP exchange (102), and WO 99/55101 PCT/FI99/00314 16 - starting the charging of said call at said desired rate.

4. Method according to any of claims 1 - 3, c h a r a c t e r i z e d in that said idle status of said service extension line is monitored by 5 - calling from said automated voice response means (104) to a routing number of said telephone service, and - using said automated voice response means (104) for testing the idle/busy 10 status of said routing number.

5. Method according to any of claims 1 - 3, c h a r a c t e r i z e d in that said idle status of said service extension line is monitored by 15 - sending status information of service extension lines from the telephone exchange (105) controlling said service extension lines to a control server (107) connected to said exchange, and - after a service extension line becomes idle, sending information on said 20 idle service extension line from said control server (107) to said automated voice response means (104).

6. Method according to any of claims 1 - 5, c h a r a c t e r i z ed in that the step of disconnecting said first call in said ordered queue from said automated voice 25 response means (104) and directing said call to said idle service extension line comprises - sending a clear back message from said automated voice response means (104) to said SSP exchange (102), 30 - sending a call control request from said SSP exchange (102) to said SCP server (103), WO 99/55101 PCT/FI99/00314 17 - sending a call control instructions from said SCP server (103) to said SSP exchange (102), - routing said call from said SSP exchange (102) to the telephone exchange 5 (105) controlling said service extension lines, and - starting the charging of said call at a desired service rate.

7. Method according to any of claims 1 - 6, c h a r a c t e r i z e d in that, during the 10 time the call is connected to said automated voice response means (104), the steps are carried out comprising - requesting the caller by said automated voice response means (104) to submit information related to said telephone service, and 15 - using said automated voice response means (104) for receiving said information submitted by the caller.

8. Method according to claim 2, c h a r a c t e r i z e d in that the step of initiating 20 in said SCP server (103) the service provided at said special number to which the call is placed comprises - generating an identification code for said call, and 25 - inserting said identification code into a predetermined field of the Signalling Message Unit to be sent along with the call.

9. Method according to claims 7 and 8, c h a r a c t e r i z e d in that the call identification code received along with the Signalling Message Unit is linked at the 30 automated voice response means (104) with the information received from the caller.

10. Method according to claims 5 and 9, c h a r a c t e r i z ed by WO 99/55101 PCT/FI99/00314 18 - sending said call identification code and said information received from the caller, from said automated voice response means (104) to said control server (107), 5 - during the connection of the call to said idle service extension line, sending said call identification code from said telephone exchange (105) controlling said service extension line to said control server (107), - in said control server (107), linking the call connected under the control of 10 said telephone exchange (105) and said information received from the caller with each other, and - sending from said control server (107) to said telephone exchange (105) instructions for appropriate handling of said call according to said 15 information received from the caller.

11. Method for use in conjunction with the method according to claim 1, in which method calls placed on a value-added special number are directed to idle service extension lines, c h a r a c t e r i z e d by the steps comprising 20 - receiving in an intelligent telephone network (102, 103) at least one call placed on said special number, - connecting said call to an automated voice response means (104), 25 - disconnecting said call from said automated voice response means (104), and - using said intelligent telephone network (102, 103) for directing said call 30 just disconnected from said automated voice response means (104) to said idle service extension line (106).